Sofa Discounters, Inc.

In response to customer ***:*** *** had a service issue with a *** leather recliner that she has had since Jan Sofas Unlimited offered to replace the recliner, at their expense, as opposed to following the procedure required by the manufacturerThe manufacturers
guidelines are to repair any damaged pieces The manufacturer, ***, is a special order company that usually takes 6-weeks for delivery *** *** has been waiting weeks for her "brand new recliner" Her new replacement recliner is scheduled for delivery to her home free of charge on July 21, 2016.Please feel free to contact me if you have any other questions regarding this matter Thank you.Jacqui U***

In response to this claim # [redacted] customer [redacted]     [redacted] purchased furniture from Sofas Unlimited on 3-11-2016 and took delivery on 3-28-2016.  They purchased a chair, sofa and chair 1/2, all pieces reclining as well as a 5yr extended warranty.  Upon delivery on...

3-28-16 the delivery service noticed the chair 1/2 had been damaged so Sofas Unlimited replaced this chair immediately on 4-11-16. Eight months after living with the furniture on 12-8-16 the customer called reporting that the button (pull handle) had broken on the chair 1/2 and felt that he had frame issues, " a broken frame" with the sofa. **. [redacted] was very rude and insisted on immediate service. We contacted our servicer and ordered the part for the chair. Upon receiving the part he visited the [redacted]'s home and repaired the pull handle. After evaluating the sofa the servicer claimed that the sofa issue was that the staples were pulling away and needed to be repaired. Mr. M[redacted], our servicer, offered to do the repair at that visit. **. [redacted] told him he was in a hurry and he can do another time. He then proceeded to tell him his 3rd piece of furniture was also needing service, that his chair had a tear in the arm. Mr. M[redacted] suggested that he call Sofas Unlimited regarding his chair. On 12-22-16 our service manager told him that he would have to contact the extended warranty company right away because the model/fabric was no longer available although his 5yr warranty should cover the issue. The warranty company does require that you call withing a required time period to report an issue, and **. [redacted] was told that by the salesperson upon the purchase of the warranty on 3-11-16 and by the service manager when he called on 12-22-16. It works similar to an insurance policy, you must call when the incident occurs. **. [redacted] did not contact the warranty company to report any issues until 1-24-2018, which is obviously over a year later. At this point he was out of warranty/required time for any issues, (sofa problem or chair). At this point **. [redacted] is out of the manufacturers warranty for labor on his furniture as well, (1 year labor warranty)although frame parts are covered. As suggested to the customer, Sofas Unlimited would be willing to contact the manufacturer and if the parts are available to repair the frame on his sofa with the understanding that he would be responsible for any labor charges/expenses. Mr. [redacted] was extremely rude on both occasions when contacting the store, on 12-2016 and 1-2018, threatening to bring the furniture to our door! We feel we did follow through on our end covering the service issues that were reported in a timely manner. [redacted] is a privately owned extended warranty company and it is the customers responsibility to contact them, not the retailer. Sofas Unlimited has been in business over 25 years and we pride ourselves in customer satisfaction. In this case we feel we have done our part in servicing the customer.

To whom it may concern,In response to customer [redacted], Sofas Unlimited is willing to credit the $300.00 to their account.  The $300.00 must go directly to the finance company therefore both parties must come to Sofas Unlimited and sign an authorization*.  In fairness we feel that the $100.00 [redacted] gift card should be returned to Sofas Unlimited as suggested by [redacted].  Thank you for assisting in this matter and I hope all questions and concerns were answered.* We would need the the customer to contact Sofas Unlimited in order to prepare the proper refund authorization to the finance company a.s.a.p.Sincerely,Jacqui U[redacted]

To whom it may concern, in regards to claim #[redacted], customer [redacted]:I do agree that it was an inconvenience for the customer to have to make up the difference of $300.00, understanding that at some point, we as sales people do make mistakes.  At no point do I recall [redacted]...

offering to return the gift card AND split the difference of the $300.00, although under the circumstances I feel that would be completely fair.  As far as having both people sign the contract, we do have to abide by the finance company rules and laws.  If both names are applying for credit, legally they both must sign.  I hope by agreeing to [redacted]'s suggestion of, returning the gift card and splitting the cost of $300.00 between Sofas Unlimited and the customer, the matter will be resolved.  Please let us know if any other action is necessary. Thank you,  Marge L[redacted]

To whom it may concern,
In response to customer [redacted], Sofas Unlimited is willing to credit the $300.00 to their account.  The $300.00 must go directly to the finance company therefore both parties must come to Sofas Unlimited and sign an authorization*.  In fairness we feel that the $100.00 [redacted] gift card should be returned to Sofas Unlimited as suggested by [redacted].  Thank you for assisting in this matter and I hope all questions and concerns were answered.
* We would need the the customer to contact Sofas Unlimited in order to prepare the proper refund authorization to the finance company a.s.a.p.
Sincerely,
Jacqui U[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

To whom it may concern, in regards to claim #[redacted], customer [redacted]:
I do agree that it was an inconvenience for the customer to have to make up the difference of $300.00, understanding that at some point, we as sales people do make mistakes.  At no point do I recall [redacted]...

[redacted] offering to return the gift card AND split the difference of the $300.00, although under the circumstances I feel that would be completely fair.  As far as having both people sign the contract, we do have to abide by the finance company rules and laws.  If both names are applying for credit, legally they both must sign.  
I hope by agreeing to [redacted]'s suggestion of, returning the gift card and splitting the cost of $300.00 between Sofas Unlimited and the customer, the matter will be resolved.  Please let us know if any other action is necessary.
 
Thank you, 
 
Marge L[redacted]

Review: I purchased a sofa, along with other furniture on 8/8/12 with an approx delivery date of first week of September. On the week of November 19th 2012 I called to let them know that the back of my sofa has stuffing coming out of it. The zipper had busted on it. I was told to call back after Thanksgiving to make sure they called the manufacturer. I called and I was told because of the Holidays we wouldnt be able to get it fixed til after the new year. I understood. I called in January 2013 several times and each time they told me they were working on it or we didnt recieve a phone call back. Called again in February and I was told to send a picture of the damage so we werent making it up. I sent an email twice making sure they got it. The last one was sent on February 11th. No response. Called again the first week of March and as told they are still waiting to hear from the manufacturer and they would get back to me. I still havent heard back from them again.Desired Settlement: I want a replacement sofa. I am disgusted about having a sofa that was only 2 months old and it is defective. We spent our hard earned money on what we thought was quality furniture and I feel we shouldnt have to wait over 4 months on getting it fixed. I was a repeat customer to this business and I am very upset about how this whole situation was handled.

Business

Response:

In response to id [redacted]/ Customer [redacted]:

[redacted] purchased furniture and had delivery on 9/14/12. She called our store on 11/24/12 and reported an issue with the back seat cushion. Understanding the furniture was under manufactures warranty, we contacted [redacted], (the same day) and reported the issue, which is store policy. We were told they would send a replacement part, although it would be coming from "off shore". Because of this, it was going to take time to be shipped. [redacted] informed us it would be the end of March until we would have the replacement part shipped. We did contact [redacted] and update her on this information.

Unfortunately, we have no control of "off shore" parts. Sofas Unlimited will definitely take care of the service of [redacted]'s furniture as soon as we receive the parts from the manufacturer.

I hope this answers any concerns that you may have regarding this situation.

Thank You,

[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

When I called the last time I was told it could take longer since it is off-shore. I was never given a date. I was never given a straight answer from them everytime I did call. Or I was promised a return call and never got one. It is unacceptable to have to wait 4 months to have my furniture fixed when I was originally told I would get the part to fix it after the Holidays in January. I will not have this issue closed until I see actions not words from a business that I got the runaround from the last 4 months. It took 6 weeks to get my furniture delivered why is it taking over 4 months for a part?

Regards,

Business

Response:

Complaint [redacted]:

I am writing in response to [redacted]'s rejection. We have not been able to give [redacted] an exact date because we have never been given one from the manufacturer.

As far as we have been told, the part will be shipped at the end of March and that is what we informed [redacted]. We have had several contacts with her however, we were unable to give her an "exact date" due to the off shore shipping.

As far as actions, we do guarantee, as I stated previously, to fully take care of the service issue, as soon as we receive the part. Unfortunately,we have no control over the manufacturers replacement parts or the time it takes to receive them.

I hope this answers any concerns that you may have, please feel free to contact us if you may have further questions concerning this issue.

Sincerely,